4. Case 1: Love Parade Duisburg incident
- Juli 24, 2010
- 1,5 milj visitors
- 21 died
- >500 injured
- Mass compression, mass turbulence
5.
6. Social media changes the velocity of the communication about the
incident. This also changes our need for information (management)!
First youtube video was viewable a couple of minutes after the
incident
Social media may give us insights: what is happening (crowd
compression, crowd turbulence) or what do people think is happening
(bomb attack, falling people, …) (Palen et al, 2007)
Proper monitoring of social media would have given the crisisteam
very valuable information about the incident, a couple of minutes
after the incident.
7.
8.
9. Train accident (BE)
- 8u28
- 18 died
- 130 injured
- Twitter: 8u30
- First picture via
twitter: 8u33
- First pictures in the
newspapers all came
from Twitter
10. Why is social media changing the velocity of
emergency communication/management?
- Information gap
- Network effect
- Evolution and penetration of social media
11. Effect of social media Information availability
Information
Information gap
Information demand
Time
16. How do we deal with this new velocity of information?
- Make social media part of your crisismanagement strategy
- Information management
- Communication
- Use social media in daily life (it also helps you in your
regular work …) – make it a way of life!
- Monitor social media from the first minute of the incident
(Case 3) – it’s easy
- Communicate trough social media from the first minute of
the incident (Claim the information)
18. Case 2: Pukkelpop incident
- August 18, 2011
- Very heavy storm over festival area
- 5 died
- >140 injured
- 65.000 involved
19. There was a very strong activity on social media …
But there was no official communication on social media …
Which resulted in wrong casualty numbers, wrong phone numbers, wrong advice, … on
social media.
21. Use the position as an official gouvernement agency to
“claim” the information
You are the only source of viable and correct information
(and advice)
But do what you promise!
22. How to claim the information?
- Be present (and be “official!”)
- Use influencers
- Make good messages
28. Fire in a chemical storage
facility
(Chemiepack)
- Very heavy smoke
- Very large social media
activity
- Political consequences
to bad communication
35. Monitoring = gathering information from social media
= This is why we want to use social media in the first place
(communication is a nice by-product)
Information can give us a new insight or a secundary
opinion next to the professional opinions
(eg position of smoke cloud, …)
36. What information can social media offer?
- Geolocated information
- Visual information
- Movies, pictures
- Maps
- Trending
- Big data
- Opinions, wrong information, …
- Misconceptions
- Wisdom of the crowd
- …
But what about reliability?
& what about complexity?
37. And we can even use social media to share our information …